SeatGeek is looking to improve operational excellence and elevate the customer experience across all inbound and outbound interactions by leveraging data analysis and insights.
Requirements
- Expert-level knowledge of SQL
- Experience performing analysis with large datasets
- Experience building reports and dashboards using business intelligence tools
- A strong statistical understanding of online testing methodologies and metric development
- Natural Language Processing experience - nice to have
- Proficiency in a scripting language (Python or R) - nice to have
- Domain expertise or past experience in operations - nice to have
Responsibilities
- Developing reporting frameworks and building dashboards and metrics that connect support performance to business outcomes (e.g., SLA, CSAT, cost per resolution)
- Creating data-driven prioritization systems that quantify the expected cost of delayed resolution and inform routing strategies, including identifying candidates for VIP/fast-track treatment
- Evaluating and improving contact volume forecasting by breaking down seasonality, near-term momentum, and historical spikiness patterns to strengthen operational planning
- Surfacing user insights that connect support quality to broader business outcomes, enabling leaders to understand the downstream implications of support performance on revenue and customer experience
- Partnering with Product and Engineering to enact and test preventative product solutions and measuring the impact on support metrics
- Conduct exploratory analysis to identify pockets of under-performance in the Support organization, including contact types, workflows, and root-cause categories
- Analyze chatbot and text-based data (NLP) to understand customer intent, friction points, and automation improvement areas
Other
- 3+ years of relevant experience
- A degree or higher in economics, psychology, computer science, statistics, mathematics or another quantitative discipline
- Ability to work in a flexible work environment, allowing you to work as many days a week in the office as you’d like or 100% remotely
- Unlimited PTO
- Up to 16 weeks of fully-paid family leave
